Sound Alternatives In order to make Carnival Cruise Line a better company, they need to improve on their social media activity. When an incident happens on one of their ships, they need to post answer as soon as they are able to, not the next day or a few days after. They need to work on the timeliness of their updates so that people can stay informed and won’t get false information from
Carnival Cruise Case Analysis 7 other websites online. They also should report whenever they do major maintenance on their ships immediately after they complete it. This would show their potential customers that they want them to know about improvements and that the company is trying to fix any mechanical problems they have. This should be done immediately after the work is completed. Since this would take a lot of extra manpower, Carnival should set up a core-team within their company where their sole responsibility is to pay attention to social media and post updates, answer questions and concerns, etc. The core team would take care of answering those comments that have, in the past, been left unanswered. The core-team should be selected as soon as possible and be ready to be activated whenever needed. Recommendations The biggest problem that plaques Carnival Cruise Line is their lack of ability to answer guests’ questions and concerns when it comes to incidences on their cruise ships. They simply just don’t have the manpower to answer when someone leaves a question or comment on their generic sympathy posts. In order to solve this problem, Carnival needs to assign a core-team to this task that is ready to be activated whenever they are needed. Their sole responsibility during these events would be to answer peoples concerns and give them any new information that is received. If the company chose this core-team from internal personnel it would not cost them very much because they would not have to hire more people, instead it would be an additional work detail for the existing employees. The only extra money that this would cost would be the extra overtime pay that may occur because of the longevity of the event. If the core-team has to stay overnight in order to keep the public informed, then they would have to be paid for their time worked. The formation of a core-team would be extremely beneficial to the company because if an incident ever occurs, they will be ready to answer all questions and concerns posed
Carnival Cruise Case Analysis 8 to them. This would give the people the answers they want and a better peace of mind knowing what exactly is going on. This would also give the company a better image in a lot of people’s minds.
Carnival Cruise Case Analysis 9 References Bryce, Kathleen R. “The Role Of Social Media In Crisis Management At Carnival Cruise Line.” View of The Role Of Social Media In Crisis Management At Carnival Cruise Line , 2014, clutejournals.com/index.php/JBCS/article/view/8713/8694. Carnival Cruise Line. “About Us.” Carnival Cruise Line , - carnival/about-us.aspx. “Carnival Cruise Line.” Facebook , . “Cruise Line Incident Report.” Transportation.gov , U.S. Department of Transportation, 2019, .
You've reached the end of your free preview.
Want to read all 9 pages?
- Fall '15
- Carnival Cruise Lines, Cruise ship, cruise line, Holland America Line, Carnival Cruise Case Analysis